Merchant Servicing Manager
Latitude
full-time
Posted on:
Location Type: Office
Location: Melbourne • Australia
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About the role
- Establish and lead the Merchant Support function across Australia and New Zealand
- Oversee a team of 10 Specialists across onshore and offshore locations
- Lead a 7‑day blended support model for high‑quality, compliant and efficient merchant servicing
- Drive performance, risk oversight, development and continuous improvement
- Build and deliver plans to achieve AU/NZ process and service parity
- Act as escalation point for complex merchant, Account Manager, B2B Field Team and Program Leader enquiries
- Oversee resolution of operational/technical issues
- Present performance insights and action plans to stakeholders
- Drive continuous improvement to strengthen merchant experience and operational efficiency
- Oversee workforce planning, roster management and capacity alignment to meet demand
- Embed coaching, QA and feedback rhythms to uplift capability and performance
- Ensure adherence to regulatory, compliance, audit and risk requirements.
Requirements
- Proven experience leading operational or contact‑centre teams within financial services or merchant support environments
- Strong understanding of retail finance, merchant operations and/or originations processes
- Experience leading teams across multiple locations, including offshore support models
- Demonstrated experience managing SLAs, AHT, quality, adherence and productivity metrics
- Strong risk and compliance mindset with experience operating in regulated environments
- Confident stakeholder management and escalation handling across teams
- Strong analytical and problem‑solving capability
- Experience driving continuous improvement within operational environments
- Ability to work collaboratively across functions to deliver business outcomes.
Benefits
- Flexible working environment
- Comprehensive suite of employee benefits
- Superannuation
- Short term incentives
- Comprehensive employee assistance program
- 'Congratitude' recognition program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational managementcontact centre managementperformance metricsSLA managementAHT managementquality assurancerisk managementcompliance oversightcontinuous improvementworkforce planning
Soft Skills
leadershipstakeholder managementescalation handlinganalytical skillsproblem-solvingcollaborationcoachingfeedback deliverycommunicationteam management